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Complaint Details
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Initial Complaint
11/21/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased maintenance for our HVAC system. Service has been rescheduled 3 times now. I have paid for a service Im not receiving. Im requesting that Weather Master complete this task and that a principal owner call me and explain why Ive been rescheduled 3 times.
Business response
11/21/2023
I have spoken to the customer regarding his re-scheduling concerns. He has agreed for us to provide him an additional 1-year maintenance plan at no charge. He is also going to let me know what dates he has available for a heat check. Thank you for allowing us a chance to make it right.
*******
Initial Complaint
06/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Weather Master installed HVAC units in our neighborhood (72 units) between 2014 and 2016. After experiencing intermittent issues in 2021, we did some research and found the damper motor serving the upstairs zone was likely failing. Several units on our block had the same issue within the first 5-6 years of installation. We contacted Weather Master, hoping they would be familiar with our home's system. They explained we could not assess their expertise over the phone, but needed to pay a minimum $99 fee for onsite assessment. With continued issues in the spring, we scheduled them to come May 16, 2022 to replace the damper motor at a cost of $534.73. On June 1, we asked them to return to check the work, because we noticed only a trickle of air was coming out upstairs. The technician checked and told us the system was fully functional (no charge for this visit). We continued to live with the system running for hours and 80 degree temperatures upstairs during the day, even with the curtains drawn. On June 14, we called again because we discovered the damper motor serving the downstairs zone had begun to fail and gotten stuck in the closed position. The technician came and said both dampers were fine, after wiggling a lever on the downstairs damper. He said if it failed again within 30 days, he could apply the $106.18 charge toward the motor replacement. On June 27, we noticed the downstairs damper again stopped opening, and (to our shock) the same amount of air was coming out upstairs regardless of whether the upstairs thermostat was calling to the zoning board or not. The upstairs had been cooled below the thermostat setting while "off." Clearly, it is stuck in the same position and is not opening or closing properly. Neither damper is functional at present. We called and left a message for a service manager June 28, but they have not responded. After four failed attempts at obtaining the proper service, we would like a refund.Business response
06/30/2022
We do apologize that you left a message on June 28 and have not heard back from anyone. We are researching all the calls for that day to find your message. I do see you agreed to replace the damper on the 2nd floor and was recommended to replace the one on the first floor. I am sorry to hear you are still having problems. We believe in 100% customer satisfaction and we will refund your money.Customer response
07/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your assistance in bringing the matter to their attention and reaching a timely resolution.
Sincerely,
***** *****Initial Complaint
04/11/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We had a new unit replaced less than four years ago and it has had inducer and blower issues every year on a brand new, under warranty system. Although the techs who have come out have always been professional and courteous we never seem to receive reliable heat! We pay for master service agreement, always active, and we always pay for service outside of agreement (3900.00 the last three years on top of the cost of a new unit). The same parts that have failed twice so far on a 3-4 year old unit, under warranty, and have failed again a third time after heat service call and a callback service. It was 45 degrees last night, and will be near low 40s tonight and upper 30s tomorrow night! We have had no heat now for three days! The service we have more than paid for needs to be honored NOW! Today! We are tired of no heat ever year on a replaced, new unit with a master service agreement! Weather Master never maintains quality service because part failure keeps occurring on a new system under warranty .Business response
04/19/2022
Business Response /* (1000, 5, 2022/04/11) */ Contact Name and Title: ******* Customer Care Mgr Contact Phone: ************ Contact Email: ***************************** I do understand your frustration of getting a new system in 2016 and having to replace parts in 2018, 2019, and 2022. You have been loyal maintenance customers and we appreciate your business. We can definitely reimburse you for the inducer motor, dual capacitor, and safety switch. Sincerely, *******Initial Complaint
09/24/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
The wrong size ac unit installed for the sq ft of new house purchased. They have been out on numerous tickets for hvac issues. My house is 2398 sq ft and a 3 ton ac unit was installed it should be 4 ton for the sq ft per guidelines. My ac runs constantly, got a light bill for over $400 it never cuts off. Tech came out closed vents in other rooms to try to get air/heat to master bedroom. They installed a 2nd vent in MB because blueprints read wrong when house built vent installed in linen closet in error. They came back installed vent, incorrect duct work & have split off too many times trying to correct error. They keep sticking thermometer directly in vent and says work correctly even though house cold/hot. I was promised install return vent MB, correct duct work, warranty extended to 04/2022 & 1st yr maintenance free then 3 days later they advise builder I need to pay for upgrade of unit/duct work. They don't want to accept responsibility for their errors. Going on for past 10 mths.Business response
10/12/2021
Business Response /* (1000, 5, 2021/09/24) */ We have an ongoing investigation of your concerns and will inform you with the next step. More Information from Consumer: Response not accepted waiting on builder *********** to coordinate with city inspector and Weathermaster to come out. No date has been given to resolve issue yet, was advised it may take a little time to coordinate with city inspector and Weathermaster. Will send update once they come out and give resolution
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.